Zendesk L1 Helpdesk Specialist

Ingram Micro, Inc.; Taguig; On-site; PHP 350,000 - 450,000; Full time

Job summary

Ingram Micro, Inc. in Metro Manila is seeking an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk support requests and day-to-day platform assistance.

You will manage Zendesk queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle while performing routine administrative activities and ensuring governance and security standards are followed.

Qualifications

• Around 3 to 5 years of experience using or supporting Helpdesk operations in an administrative, operational, or agent-support capacity.
• Experience managing shared support queues, service requests, or ticket-based support processes in a fast-paced environment.
• Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows, and platform administration best practice is an advantage.
• Strong customer service, communication, prioritization, and documentation skills with the ability to support stakeholders across global teams.
• Experience following established processes, governance requirements, security controls, and escalation procedures while maintaining a high level of accuracy and attention to detail.

Responsibilities

• Not explicitly separated in the HTML; responsibilities described in narrative form, including handling Zendesk support, ticket routing, updates, and collaboration with L2 admins.

Skills

Zendesk knowledge

Customer service

Documentation

Cross-functional

Tools

Zendesk admin

Job description

Ingram Micro, Inc. in Metro Manila is seeking an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk support requests and day-to-day platform assistance.

You will manage Zendesk queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle while performing routine administrative activities and ensuring governance and security standards are followed.